Golf - Receptionist Manager

About This Role

The Reception Manager is the custodian of the "First Impression" across the entire Qiddiya Golf estate. This senior operational role holds strategic oversight of all reception and concierge touchpoints, including the Main Clubhouse Reception, the Golf Academy Reception, and the VIP/Member Concierge Desk. The incumbent is responsible for unifying the service standards across these physically separate areas, ensuring a seamless, 5-star guest journey from arrival at the gate to departure. The Reception Manager leads a large, diverse team, ensuring that communication flows effectively between the teaching staff, golf operations, and the front-of-house team.

Job Overview - Purpose And Scope The purpose of this position is to eliminate service silos. The Reception Manager ensures that a guest checking in for a lesson at the Academy receives the same level of luxury service and recognition as a member checking in for a tee time at the Clubhouse. The scope involves complex rostering across multiple venues, establishing Standard Operating Procedures (SOPs) for guest check-in/out, data management of the Member Database, and the resolution of high-level guest complaints. This is a "roaming" management role, requiring a visible presence at all front desks throughout the day.

Responsibilities And Duties Multi-Department Operations Management

• Oversee the daily operations of the Main Clubhouse, Leisure and Academy Reception Areas, ensuring adequate staffing levels based on tee sheet utilisation and lesson bookings
• Develop and enforce uniform SOPs for all desks regarding telephone etiquette, guest registration, payment processing, and biometric/access control usage
• Conduct daily briefings with the Supervisors of each area to ensure VIP movements, large groups, and course conditions are communicated to all front-desk staff
• Monitor the physical presentation of all reception areas, ensuring lobbies, waiting areas, and counters meet the immaculate standards of a luxury 5-Resort

Guest Experience & Concierge Logistics

• Manage the "Golfer's Journey" logic, ensuring the transition from the Bag Drop to the Reception to the Locker Room is fluid and intuitive
• Handle complex itineraries for high-net-worth individuals, coordinating effectively with the PA to the GM for dignitary visits
• Act as the final escalation point for guest complaints or disputes regarding billing, bookings, or service failures at the front desk
• Implement a guest recognition program, ensuring staff across all areas can identify members and repeat guests by name and preference

Team Leadership & Training

• Recruit, train, and appraise a large team of Receptionists and Golf Operations staff
• Create a cross-training culture where Academy staff can operate the Clubhouse desk and vice versa, allowing for flexible workforce deployment during tournaments or sickness
• Manage the shift rostering to ensure language coverage (Arabic/English) at all key touchpoints during operating hours

Systems & Administration

• Act as the "Super User" for the property management and booking systems (e.g., Lightspeed, Golf Genius, Opera or others as needed), overseeing data integrity and user permissions
• Responsible for the daily reconciliation of revenue across all reception points, ensuring strict adherence to cash handling and credit policies

REPORTING

• Reports Direct to: Assistant General Manager/ Golf Operations Manager
• Supervises: Reception Attendants
• Key Liaisons: Retail Managers, Leisure Team, Head of Instruction (regarding Academy desk flow), Golf Operations Team, Membership Manager

Requirements Education & Experience

• Bachelor's degree in Hospitality Management, Business, or Tourism preferred
• Minimum of 5-7 years of Front Office management experience in a 5-star luxury hotel or world-class golf resort
• Experience managing multiple outlets or physical locations simultaneously is highly desirable
• A strong background in golf operations is preferred, but a candidate with an exceptional luxury hotel Front Office background would also be suitable

Technical Skills

• Advanced proficiency in Club Management Software (Lightspeed, etc)
• Strong command of Microsoft Excel for rostering and reporting
• Experience with CRM (Customer Relationship Management) tools to manage guest profiles and preferences

COMPETENCIES Core Competencies

• Operational Agility: The ability to move mentally and physically between different environments (e.g., the quiet focus of the Academy vs. the high volume of the Clubhouse) and adjust management style accordingly
• Emotional Intelligence: High capacity for empathy and conflict resolution, able to de-escalate stressed guests or staff effectively
• Detail Oriented: Obsessive about data accuracy (correct spelling of names, accurate billing) and environmental aesthetics (fresh flowers, tidy desks)
• Communication: Fluency in English is mandatory; Arabic language skills are a distinct advantage for welcoming local dignitaries
• Leadership: An "on-the-floor" leader who leads by example, not from a back office